Satisfaction and loyalty in the all-inclusive system in Cape Verde

• Jimber Del Rio, Juan Antonio ^[1] ; Pérez Gálvez, Jesus Claudio ^[2] ; Orgaz Agüera, Francisco ^[3] ; Navajas Romero, Virginia ^[2] ; López-Guzmán, Tomás ^[2]
  1. [1] UNIVERSIDAD DE CÓDOBA
  2. [2] UNIVERSIDAD DE cÓRDOBA
  3. [3] UNIVERSIDAD DE SANTIAGO (REPÚBLICA DOMINICANA)

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• Localización: Tourism & Management Studies, ISSN-e 2182-8466, ISSN 2182-8458, Vol. 14, Nº. Extra 1, 2018 (Ejemplar dedicado a: Special Issue Hospitality), págs. 53-62
• Idioma: inglés
• DOI: 10.18089/tms.2018.14si106
• Títulos paralelos:
  • Satisfacción y lealtad en el sistema todo incluido en Cabo Verde
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• Resumen
  • español

    El objetivo de este artículo es analizar la satisfacción y la lealtad en el sistema todo incluido en Cabo Verde, uno de los principales destinos de sol y playa en África. La metodología utilizada se ha basado en la realización de encuestas a turistas. Los datos de esta investigación han sido analizados con SPSS 23 y AMOS IBM SPSS 23. Los resultados de la investigación han mostrado que, para logar la lealtad de los turistas, el papel tanto de los agentes como su responsabilidad en el destino son muy importantes; asimismo, primero, se debería atraer a los visitantes con un determinado perfil sociodemográfico y, segundo, mejorando el conocimiento y la actitud de los visitantes hacia las diferentes atracciones con el sistema todo incluido. Por tanto, el valor percibido por los turistas está relacionado con la satisfacción y, por tanto, ayuda a reforzar la lealtad al destino.

  • English

    The aim of this paper is to analyse satisfaction and loyalty in the All-Inclusive system in Cape Verde, one of the main destinations of sun and beach in Africa. The methodology used was based on surveys conducted with tourists. The data from this research have been analysed with SPSS 23 and AMOS IBM SPSS 23. The results of this research have shown that in order to achieve the loyalty of tourists, the role of both the agents and those responsible for the destination is very important; therefore, they should attract the tourist visitors with the right socio-demographic profile, and second, improve the knowledge and the attitude of the visitors regarding the different attractions of the "all-inclusive” system. Thus, the value perceived by the tourists has a bearing on satisfaction, helping to reinforce loyalty to the destination.

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